Federal Customer Success Manager

Customer Outcomes and Value Realization
Lead structured customer motions to accelerate onboarding success, adoption, and time-to-value. Help customers connect Sonatype capabilities to their desired outcomes and success criteria, translating intent into clear next steps and measurable progress. Provide proactive guidance on best practices, common pitfalls, and practical steps to improve customer success with Sonatype solutions. Maintain a clear view of customer health and progress, identifying risk signals early and driving mitigation actions in partnership with internal teams as needed. Bring strong product and domain credibility to guide best practices and prevent pitfalls (engaging Support and Services appropriately) while staying focused on outcomes, value realization, and forward momentum rather than becoming a reactive Q&A channel.

Scaled Engagement and Signal-Driven Execution
Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones. Use repeatable engagement approaches that deliver a consistent, high-quality customer experience across your portfolio. Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination.

Retention & Growth Support
Partner effectively with Sales, Sales Engineering, Support, Product, and Services to orchestrate the right expertise at the right time without creating unnecessary escalation churn. Serve as a voice of the customer by capturing and sharing patterns, feedback, and friction points that improve product experience and customer outcomes. This role focuses on post-sale customer experience. Commercial discussions, pricing, and contract matters are managed by the appropriate sales and contracting teams and are outside the scope of this role.

Reflexive GenAI Usage as a Standard
Use GenAI as a thought partner to improve the quality, clarity, and strategic rigor of analysis, planning, and communication, while validating outputs and applying sound judgment. Apply GenAI to accelerate high-leverage work such as customer preparation, follow-up quality, success planning, messaging, and internal summaries. So you spend more time driving outcomes and less time on manual overhead. Follow company guidance on responsible AI usage and data handling.

What Success Looks Like
Customers reach value more quickly and demonstrate measurable adoption and outcomes. Engagement is proactive and structured, not dominated by reactive troubleshooting. Renewal confidence increases through evidence of value, stakeholder alignment, and early risk mitigation. Expansion opportunities are consistently identified and shared with Sales with clear customer context. Advocacy and referenceability increase through identified champions, proof points, and coordinated customer storytelling. Execution is high-quality and repeatable, enabling scale across a broader portfolio.

What We Are Looking For
You are a US civilian 4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in direct support of US government customers. Experience working with civilian agencies, DoD, or Intelligence Community customers Ability to navigate complex stakeholder environments including government employees, contractors, and systems integrators. Technical aptitude and credibility within modern software development lifecycles (DevOps, CI/CD, artifact management, OSS governance/security). Strong customer-facing communication skills with the ability to educate, influence, and lead structured conversations at tactical, operational, and strategic levels. Comfort operating in a fast-paced environment that requires prioritization, focus, and consistent execution across a portfolio. Demonstrated ownership, bias for action, and ability to manage multiple priorities with disciplined execution.

Additional Prefences
Experience working in FedRAMP, Air-Gapped, or regulated environments. Experience working with State, Local, and Education customers. Existing experience with software supply chain management. Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution, quality, and speed.

Things We Are Proud Of
5 Visionary in Gartner® Magic Quadrant™ for Application Security Testing! 2025 AI Compliance Solution of the Year - AI Breakthrough Awards 2025 DEVIES Award to our SBOM Manager for a new product for its innovation and impact in developer technology 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report) Constellation AST Shortlist: Sonatype has been listed on the Constellation ShortList™ for Application Security Testing for 2024 Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the "Open Source Data Solution of the Year." SD Times: Best in Show Security Fast Company Best Workplaces for Innovators 2024 The Herd Top 100 Private Software Companies 2024. Diversity & Inclusion Working Groups Parental Leave Policy Paid Volunteer Time Off (VTO)